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Added 26 mins ago
Senior Backend Software Architect
NKW ImmunityBio Inc
United States
The Senior Backend Software Architect will drive technical excellence across our organization. This hybrid role combines hands-on software development with high-level system architecture…
Added 52 mins ago
M
Senior Accountant
Marriott
Bethesda, MD
- $72,600 to $101,800 USD / year
Reporting to the Senior Director, Accounting Policy & SEC Reporting, the Senior Accountant supports the preparation of the 10-K, 10-Q, and other SEC filings. The Senior Accountant assists…
Added 54 mins ago
Sr. Manager, EAP, EAP
Amazon.com Services LLC
Nashville, TN · Bellevue, WA · Arlington, VA
Amazon's Global Environmental Assurance and Protection team works to make Amazon the global benchmark for environmental excellence across our operations. As Senior Manager, Global Air &…
Added 1 hour ago
Internal Audit Senior Manager, Quality Assurance
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Westlake, TX
…to meet expectations of consistency and quality. The Quality Assurance (QA) team within PPG is seeking an Internal Audit Senior Manager, Quality Assurance to support the Quality Assurance…
Added 1 hour ago
TDCJ - Administrative Assistant II - Generic
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Added 1 hour ago
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Added 1 hour ago
Director TFC Events & Brand Experience
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Added 1 hour ago
Patient Services Specialist III - Specialty Clinic
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Dallas, TX
…This role ensures high-quality, patient-centered care. This senior position handles complex tasks and escalations. It assists the supervisor in training staff and serves as a backup…
Added 1 hour ago
Manager / Senior Manager, Technical Operations
ARS Pharmaceuticals Operations, Inc.
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…deviations, out-of-specification or atypical results, and other process issues; contribute to root-cause analysis and appropriate corrective and preventive actions in partnership with…
Added 3 hours ago
Tax Senior Manager [Commercial Services Group]
CohnReznick Advisory LLC
Parsippany Troy Hills, NJ
We currently have an exciting career opportunity for a Tax Senior Manager to join the team in one of our New Jerseyoffices.
Added 3 hours ago
Tax Senior Manager [Commercial Services Group]
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We currently have an exciting career opportunity for a Tax Senior Manager to join the team in one of our New Jerseyoffices.
Added 3 hours ago
Senior Manager (Safety Ops/Safety Scientist)
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Significant cross-departmental interactions with other Rayzebio functions, including Clinical Data Management, Clinical Operations, Clinical Development, and Quality Assurance groups.
Added 3 hours ago
Application Development Group Manager, Senior Vice President
Citigroup
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Applications Development Technology Senior Lead Analyst is a senior level position responsible for establishing and implementing new or revised application systems and programs in…
Added 4 hours ago
Business Analyst II (Hybrid)- Pittsburgh, PA
UPMC
Pittsburgh, PA
…Take a leadership role in the development and maintenance of process documentation, reporting quality assurance (QA) tools, MS Teams channels and internal product…
Added 4 hours ago
Project Manager 2 - Facilities/Construction
Stanford
Menlo Park, CA
…experts and project managers of other systems. In addition, the senior project manager is responsible for coordinating the engineering and design process, managing A/E service design…
Added 5 hours ago
Integration Manager, SME
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The Integration Manager, SME provides senior-level technical leadership, oversight, and integration assurance for a complex software delivery environment. Serves as the governments…
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Senior Manager, Vertical Risk Manager: DaaS (Decisioning as a Service)
Capital One
McLean, VA · Richmond, VA
Certified Risk Management Assurance (CRMA) or Certified Regulatory Compliance Manager (CRCM)
Added 5 hours ago
AT
Technical Business Analyst DMV area only
AHU Technologies Inc
Washington, DC
- $60 to $65 USD / hour
Develop Process Analysis and Standard Operating Procedures.
Added 5 hours ago
CAP Manager - First Shift
NetApp
Morrisville, NC
In addition to escalation management, a CAP Manager will also have opportunities to lead or actively participate in continuous improvement projects and initiatives, championing the voice of…
Added 5 hours ago
CAP Manager - Second Shift
NetApp
Morrisville, NC
In addition to escalation management, a CAP Manager will also have opportunities to lead or actively participate in continuous improvement projects and initiatives, championing the voice of…
Added 5 hours ago
S
Facilities / Engineering Operations Manager 1
Sodexo
WEST HARTFORD, CT
- $81,685 to $105,710 USD / year
…achieved through the work of others and typically depend on the manager's ability to influence and negotiate with parts of the organization. Progression within Career Band reflects…
Added 6 hours ago
Sr. Mgr., Claims Operations - Archimedes
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Added 6 hours ago
Program Manager - Tulsa
CymSTAR LLC
Tulsa, OK
No direct supervisory responsibilities are required unless assigned to manage a services contract. The Program Manager leads the assigned program team, ensuring alignment with program…

NetApp

CAP Manager - Second Shift

Morrisville, NC, United States

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Job details

Posting language: English
Posted: Oct 6, 2026

Original job description

Job Summary

Are you a customer-focused professional with a passion for advocacy, leadership, and excellence? Do you thrive in a high-achieving, growth-oriented culture where you can be confident and have a clear sense of purpose? Would you enjoy building camaraderie with a team of diverse people from around the world who share the drive to be trusted strategic advisors to executives in high-impact situations? If so, we invite you to consider joining NetApp’s Customer Assurance Program (CAP) team!

CAP is a global autonomous team of advocacy champions whose primary purpose is to sustain customer confidence and trust in NetApp. CAP serves as the highest level of escalation within NetApp, activated by exception when standard channels have proven inadequate. Once CAP accepts an engagement, the CAP Manager advocates for the best interests of both customer and NetApp while owning, managing, and resolving critical situations with a holistic ownership mindset, striving to turn risks into high-impact opportunities.

In addition to escalation management, a CAP Manager will also have opportunities to lead or actively participate in continuous improvement projects and initiatives, championing the voice of our organization and customers. This provides further opportunities to lead global cross-functional teams, proposing new ideas, identifying root causes and systemic issues, recommending and implementing process improvements, and driving organizational change to enhance NetApp's support quality.

This position is a hybrid, 3-day in office position from either our NetApp Office in Wichita, KS or Durham/RTP, NC .

This position is the second shift (Monday - Friday from 3pm ET - 11pm ET).

Key Responsibilities

Own and drive the resolution of critical customer escalations with end-to-end accountability, ensuring alignment with NetApp’s strategic goals
Conduct holistic situation appraisals and problem analyses to uncover specific customer pain points and drive resolution strategies that deliver long-term value
Lead diverse, cross-functional virtual teams across geographies, time zones, and cultures to resolve complex technical and business challenges, ensuring alignment with organizational priorities
Build trusted and sustained relationships with stakeholders across NetApp, customers, and partners, securing their commitment to expedite resolution and drive systemic improvements
Act as a strategic advisor to executives, confidently managing expectations, providing actionable insights, and serving as the primary point of contact throughout the CAP engagement
Develop and execute resolution plans that balance time, cost, and customer satisfaction, while identifying risks and implementing mitigation strategies to achieve sustainable outcomes
Communicate effectively with multicultural, cross-functional audiences at all levels, delivering clear, concise updates in both verbal and written formats
Simultaneously manage multiple high-impact escalations, projects, and initiatives, driving outcomes that align with NetApp’s strategic objectives
Document processes and resolutions with precision and clarity, ensuring insights are leveraged for continuous improvement and alignment with organizational goals
Identify systemic trends and root causes of escalations, driving improvements across “People, Processes, and Products” to enhance customer satisfaction and operational efficiency
Lead or contribute to CAP's continuous improvement initiatives and strategic projects, aligning outcomes with NetApp’s organizational vision and goals

Job Requirements

Be flexible and adaptable in fast-paced, volatile situations, quickly understanding escalation landscapes and adjusting to evolving changes and customer expectations
Develop and maintain strong relationships with key cross-functional stakeholders
Exhibit executive presence with excellent verbal and written communication skills, consistently delivering high-quality outputs
Communicate effectively under pressure, regardless of audience or issue complexity
Embody a "whatever it takes" attitude to remove obstacles, gain buy-in, and convey urgency in any situation, executing tasks with efficacy, accuracy, and consistency
Demonstrate strong situational and cross-functional leadership when managing escalations or projects and initiatives, owning and driving resolutions
Think and act as an owner, taking initiative and personal responsibility for your own work and holding others accountable for theirs as the situation requires
Maintain diplomacy, assurance, and calm under pressure, balancing empathy and assertiveness when conveying needs and making challenging decisions
Embrace a growth mindset, viewing challenges as opportunities to learn and grow
Collaborate and leverage the strengths of others to achieve better outcomes
Foster an environment where others feel inspired to be their best selves
Possess strong time management skills to handle multiple complex issues simultaneously across various time zones
Holistically evaluate and clearly communicate the implications of decisions made during CAP engagements
Learn core technical knowledge of NetApp products and solutions

Desired Experience and Education

History of at least 8-10 years’ work experience in the high-tech industry *A combination of relevant education, training, and/or certifications, along with industry experience, may be considered instead of the required 8-10 years of work experience
Proven record of leading globally distributed teams in support of Fortune 500 companies
Demonstrated ability in restoring and/or maintaining trust with customers at all levels
Extensive experience owning and resolving complex and/or critical situations
Strong background in delivering high-quality output to executive audiences
Skilled at influencing senior leadership and customers towards win-win agreements for successful outcomes
Proficiency in Microsoft 365 Suite and fundamental knowledge of storage infrastructure technologies

136274

We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.

At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.

Equal Opportunity Employer:

NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.

Why You'll Thrive at NetApp

At NetApp, you won't wait for the perfect moment - you'll make it. The early planning, the extra thought, the bold idea that turns good into great: That's how our people operate and how we continue to push the boundaries of data infrastructure.

NetApp is the trusted partner for organizations transforming data into opportunity. As the only enterprise-grade storage service natively embedded in Google Cloud, AWS, and Microsoft Azure, we empower customers to run everything from traditional workloads to enterprise AI with unmatched performance, resilience, and security.

Our culture

We celebrate mold breakers, bold thinkers, and problem solvers. We reward initiative, impact, and ownership. We provide flexibility so you can balance professional ambition with your personal life. Here, differences are not just welcomed - they drive everything we do.

If you're ready to innovate, rise to the challenge, and own every moment - make your next move your best one. Apply now.

Submitting an Application

To ensure a streamlined and fair hiring process for all candidates, our team only reviews applications submitted through our company website. This practice allows us to track, assess, and respond to applicants efficiently. Emailing our employees, recruiters, or Human Resources personnel directly will not influence your application.

AI Disclosure

For select roles, some stages of our hiring process may use artificial intelligence tools to help evaluate applications and candidate selection. These tools support - rather than replace - human decision-making.

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More about this job

Skills

Leadership
Process improvement
Customer service
Adaptability
Communication skills
Time management
Microsoft 365
Recruitment

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